Customer Experience & Commercial Manager – Running Watch Company

UNA Watch; Dunfermline; Hybrid; GBP 30,000; Full time

Job summary

An innovative company is seeking a Customer Experience & Commercial Manager to lead customer support and drive commercial growth. This role is perfect for someone passionate about running and fitness, with strong technical skills. You will manage customer inquiries, provide technical support for modular GPS running watches, and collaborate on marketing campaigns. Join a dynamic start-up team and make a significant impact in enhancing customer experiences while being part of an exciting journey in wearable technology. If you're ready to wear many hats and contribute to a sustainable product, this is the opportunity for you!

Qualifications

• Experience in customer support or commercial roles is essential.
• Strong technical skills and a passion for wearable technology are required.

Responsibilities

• Act as the first point of contact for customer inquiries via email and chat.
• Support B2B partnerships and collaborate on marketing campaigns.
• Oversee logistics and ensure smooth order fulfilment.

Skills

Customer Support

Sales Experience

Technical Support

Digital Marketing

Social Media Management

Analytical Skills

Communication Skills

Spreadsheet Software

Commercial Mindset

Passion for Running/Cycling

Tools

Spreadsheet Software

Various Software Tools

Job description

About Us:

At UNA, we are building a GPS sports watch with a difference – the watch is modular, repairable, upgradeable and sustainable. The founding team have a strong product design background with many years of experience in wearable design.

We are launching our modular GPS sports watch on Kickstarter in March 2025 and are seeking a Customer Experience & Commercial Manager to join our team immediately.

The role can be fully onsite in our office near Haymarket or hybrid office/remote.

Job Description:

We are looking for a Customer Experience & Commercial Manager to lead customer support, drive commercial growth, and ensure a seamless experience for our users.As you’ll be joining a small start-up team, you will “wear many hats” and be exposed to lots of different areas within the business.This role combines technical product support with commercial responsibilities which include digital marketing, social media management, partnerships and logistics.

We’re looking for someone who can represent our brand - the role would be well suited to someone with a passion for running and fitness who also has strong technical skills.

Key Responsibilities:

Customer Experience & Support

·Act as the first point of contact for customer inquiries via email and chat.

·Provide technical support for our modular, repairable GPS running watches.

·Manage warranty claims, repairs, and returns efficiently.

·Develop and maintain a knowledge base, FAQs, and troubleshooting guides.

·Gather customer feedback to improve products and services.

·Identify opportunities to enhance customer service processes.

·Work with product and engineering teams to resolve recurring issues.

·Provide insights and recommendations to improve the customer journey.

Commercial & Sales Support

·Support B2B partnerships, including retailers and distributors.

·Collaborate with marketing lead and production crew on campaigns and promotions.

·Track and analyse customer trends to drive business growth.

Logistics & Operations

·Oversee logistics from factory to customer, ensuring smooth order fulfilment.

·Coordinate with suppliers, shipping partners, and warehouses.

·Monitor and resolve any delivery or supply chain issues.

Skills and Qualifications:

·Great communicator & positive outlook

·Experience in customer support, sales or commercial roles

·Excellent written English

·Skilled with spreadsheet software

·Ability to work with a variety of software tools

·Commercial mindset with ability to identify business opportunities

·Passion for running/cycling and wearable technology

Salary:

£30,000 per year